Return Policy

Last updated:

1. Overview

At Zorvexalppthunau, we want you to be satisfied with your purchase of TerraBalance. This Return Policy outlines the conditions under which you may return products, request a refund, and exercise your consumer rights under applicable United Kingdom legislation, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

2. Your Right to Cancel (Cooling-Off Period)

If you purchased TerraBalance online through our Website, you have the right to cancel your order within 14 calendar days from the day after you receive the product, without giving any reason. This is in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

To exercise your right to cancel, you must inform us of your decision by sending a clear statement to:

You may use the following template, although it is not mandatory:

"I hereby give notice that I wish to cancel my order for [product name], ordered on [date], received on [date]. Customer name: [your name]. Customer address: [your address]."

3. Eligibility for Returns

To be eligible for a return and refund, the following conditions must be met:

  • The cancellation request must be made within 14 calendar days of receiving the product.
  • The product must be returned within 14 calendar days of notifying us of your cancellation.
  • The product must be in its original, unopened, and sealed packaging.
  • The product must not be damaged, altered, or partially consumed.
  • You must include proof of purchase (order confirmation email or receipt).

4. Non-Returnable Items

For health, hygiene, and safety reasons, we are unable to accept returns for:

  • Products that have been opened, unsealed, or partially consumed.
  • Products that have been tampered with or damaged by the customer.
  • Products returned after the 14-day cancellation period has expired.

These restrictions are in accordance with Regulation 28(3)(d) of the Consumer Contracts Regulations 2013, which provides an exception for sealed goods not suitable for return due to health protection or hygiene reasons where the seal has been broken.

5. How to Return a Product

To initiate a return, please follow these steps:

  1. Contact Us: Email us at infocenter@zorvexalppthunau.world with your order details and reason for return.
  2. Receive Instructions: We will respond with a return authorisation and return shipping instructions.
  3. Ship the Product: Pack the product securely in its original packaging and send it to the address provided. Retain proof of postage.
  4. Confirmation: Once we receive and inspect the returned product, we will notify you of the outcome.

6. Return Shipping Costs

If you are exercising your statutory right to cancel within the 14-day cooling-off period, you are responsible for the cost of returning the product to us unless the product is faulty or not as described.

If the product is faulty, damaged during transit, or not as described on the Website, we will cover the return shipping costs. Please contact us before returning any faulty items so we can provide appropriate instructions.

7. Refund Process

Once we receive your returned product and verify that it meets the return conditions, we will process your refund as follows:

  • Refunds will be issued to your original payment method.
  • The refund amount will include the full price of the product and the standard delivery charges you originally paid (if applicable).
  • We will process the refund within 14 calendar days of receiving the returned product or evidence that the product has been sent back, whichever is earlier.
  • Please allow additional time for the refund to appear in your account, depending on your payment provider.

We may deduct an amount from the refund to reflect any reduction in the value of the goods if the loss is the result of unnecessary handling by you beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

8. Faulty or Damaged Products

If you receive a product that is faulty, damaged during delivery, or not as described, you are entitled to a full refund, replacement, or repair under the Consumer Rights Act 2015. In such cases:

  • Contact us within 30 days of receiving the product for a full refund.
  • After 30 days but within 6 months, we will offer a replacement or repair. If neither is possible, you will receive a full refund.
  • We will cover the cost of return shipping for faulty or damaged products.

Please provide details of the issue, including photographs where possible, to help us process your claim efficiently.

9. Late or Missing Refunds

If you have not received your refund within the expected timeframe:

  • Check your bank or credit card statement again, as processing times can vary.
  • Contact your bank or payment provider, as there may be a processing delay.
  • If the issue persists, please contact us at infocenter@zorvexalppthunau.world.

10. Exchanges

We currently do not offer direct exchanges. If you would like a different product, please return the original item following the process outlined above and place a new order.

11. Your Statutory Rights

This Return Policy does not affect your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other applicable United Kingdom consumer protection legislation. If any provision of this policy conflicts with your statutory rights, your statutory rights shall prevail.

12. Changes to This Policy

We may update this Return Policy from time to time. Any changes will be posted on this page with an updated "Last updated" date. The policy applicable to your order is the one in effect at the time the order was placed.

13. Contact Us

If you have any questions about returns or refunds, please contact us: